Resolution and Complaints Officer

Role Overview

The Resolution and Complaints Officer facilitates the resolution of grievances related to health services and health service providers under the Health Ombudsman Act 2013. This role involves guiding involved parties through straightforward dispute resolution processes and managing complaint intake and triage.

Key Responsibilities

• Collaborate across the Assessment and Resolution division to ensure smooth service delivery and effective complaint case management.
• Assist in conducting a simple, expedited dispute resolution process that supports negotiation and resolution between parties.
• Use statutory authority to gather necessary information from relevant individuals to aid the negotiation and resolution of complaints.
• Conduct negotiations focusing on active listening, empathy, understanding interests, and generating options to help resolve complaints.
• Provide early guidance and support to callers and perform complaint reception and triage duties as needed.
• Draft correspondence and reports using best administrative decision-making practices while maintaining detailed and accurate case records per legislative and organizational standards.
• Contribute to the ongoing enhancement of complaint handling processes by sharing improvement ideas based on daily work experiences.
• Uphold the values and priorities of the Office of the Health Ombudsman and perform additional duties as assigned.

Qualifications and Experience

• Knowledge of Queensland's health system is advantageous but not mandatory.
• Holding a relevant tertiary qualification is preferred though not essential.

Additional Information

• Applicants should review the attached role description and consult the contact officer for role-specific qualifications, licenses, and requirements.
• Applications will remain valid for up to 12 months and may be considered for similar vacancies.
• Appointment is conditional on criminal history checks as per the Public Sector Act 2022.
• Applicants with prior public sector employment must disclose any serious disciplinary records according to legislation.
• Employees must report any potential or perceived conflicts of interest following statutory guidelines.

Note: All application documents must be submitted in Microsoft Word or PDF format; zipped files are not accepted.